I'm sure I'm not the first and I definitely won't be the last to be vexed by dealing with Customer services.

In August BA failed to deliver our bags to us in Miami for a mere 40 hours. The first part of the holiday was therefore spent buying essentials. BA kindly gifted us 6,000 AVIOS for the inconvenience.

In September BA completely failed to deliver my bag on a long weekend trip to EWR. They delayed it in DUB then sent it to EWR with DL but failed to attach a case reference or any delivery instructions. Whenever I called I was told that it was being delivered to my hotel as that's what the tracking file said.

On a whim I called by the DL Baggage Section on my way home and asked after my bag. "Oh yes" they said "we wondered what we were meant to do with this - there are no instructions with it".

As I'll be claiming expenses from my insurance company I mailed Customer Services suggesting some AVIOS might ameliorate the fact that I spent over a day of my time replacing clothes and chasing recalcitrant baggage service departments. Their response "Unfortunately we don't offer any form of goodwill gesture for lost or delayed baggage.". Well yes - you do. See previous case. "I’ve, though, added 6,000 Avios points to each of your Executive Club accounts as a gesture of goodwill".

I'm a grown man - I can cope with being turned down on an AVIOS quest but don't feed me tripe nor deliberately mislead me.

And breathe....